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About the Role

The Senior Support Solutions Specialist ensures the stability, security, and usability of AIP Publishing's core productivity platforms, including Microsoft 365, Jira, and DocuSign. This role is responsible for platform administration, complex troubleshooting, documentation, knowledge transfer, and advancing operational maturity and digital enablement.

Responsibilities

Manage Microsoft 365 operations, including identity and access, Teams administration, security configurations, and platform updates.
Administer and optimize Jira, including workflows, schemes, permissions, fields, automation rules, and governance controls.
Serve as the escalation point for complex user support issues across devices, applications, identity, and collaboration platforms.
Lead methodical root-cause analysis for recurring or high-impact incidents; document resolutions, patterns, and lessons learned.
Maintain DocuSign templates, permissions, routing workflows, and integrations, ensuring compliance with internal standards.
Proactively monitor system health, resolve errors, apply patches/updates, and mitigate risks before they impact users.
Collaborate with the Manager, User Engagement Specialist, and Security Manager to operationalize governance and improve user enablement.
Create and maintain clear documentation for systems, troubleshooting processes, and common support scenarios.
Mentor Tier 1/2 support staff, improving consistency, troubleshooting capability, and ticket quality.
Participate in cross-training to support Smartsheet, Miro, and other productivity platforms within the internal applications portfolio.
Contribute to continuous improvement by identifying automation opportunities, simplifying processes, and refining support workflows.
Communicate clearly with users and stakeholders, setting expectations, explaining technical issues in accessible language, and ensuring positive service experiences.

Requirements

8–10+ years of experience in technical support, service delivery, or systems administration.
Proven ability to diagnose and resolve complex issues across platforms, devices, networks, and identity systems.
Demonstrated experience administering Microsoft 365 (Azure AD/Entra ID, Teams, Exchange Online, SharePoint, security and compliance configurations).
Experience administering Jira, including workflow design, project configuration, permissions, and automation is preferred.
Experience with DocuSign configuration and administration is preferred.
Strong understanding of platform governance, security fundamentals, and best operational practices.
Exceptional communication, interpersonal, and user-engagement skills; ability to translate technical concepts for non-technical audiences.
Strong analytical, troubleshooting, and problem-solving capabilities with a high sense of ownership and accountability.
Ability to work independently, manage competing priorities, and maintain professionalism in high-pressure situations.
Curiosity, continuous learning mindset, and interest in relevant certifications (e.g., Microsoft 365 Administrator, Jira Administrator).

Skills

Complex Troubleshooting & Problem Solving
Microsoft 365 & Platform Administration
Customer Service & Technical Communication
Identity and Access Management
Teams Administration
Security Configurations
Platform Updates
Jira Administration
Workflow Design
Project Configuration
Permissions Management
Automation
Governance Controls
DocuSign Configuration
System Health Monitoring
Risk Mitigation
Documentation
Mentoring
Cross-training
Smartsheet
Miro
Process Simplification
Support Workflow Refinement
User Communication
Stakeholder Communication

Location

Remote (NY, NJ, CT, MD, VA, PA, MA, RI, or Washington, DC)

Work Type

Remote
Full-time

Experience Level

Senior

Salary/Compensations

$85,000 - $95,000

Benefits

Generous paid time off
Paid sick and safe leave
Flexible Work Schedule
Competitive medical, dental and vision benefits
Exceptional retirement benefits
Monthly remote stipend
Training and Tuition assistance
Employee Assistance Program

About the Company

AIP Publishing is a leading publisher of the physical sciences, dedicated to accelerating scientific discovery and reimagining scholarly publishing.
We are building a living network of knowledge to spark thinking, connect people, and drive new ways forward, empowering a vibrant global community using science for good.
We foster a collaborative, creative atmosphere and encourage a workplace culture that maximizes individual contributions.
We are always looking to evolve the ways we think and operate, and we actively encourage an environment where everybody feels comfortable, seen, and able to do their best work.
A wholly owned not-for-profit subsidiary of the American Institute of Physics (AIP), AIP Publishing’s mission is to advance, promote, and serve the physical sciences for the benefit of humanity by breaking barriers to open, fair research communication and empowering researchers to accelerate global progress.
AIP Publishing supports the charitable, scientific, and educational purposes of AIP through scholarly publishing activities on its behalf and on behalf of our publishing partners.
Our publishing portfolio includes digital books, AIP Conference Proceedings, and peer-reviewed journals across a spectrum of research areas, including our flagship titles Applied Physics Reviews, Applied Physics Letters, Journal of Applied Physics, and The Journal of Chemical Physics.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law.